Mike Abdi
New York
Summary
Results-driven Customer Success Manager with 5 years of experience in driving client success and delivering strategic value in SaaS environments. Proven track record in managing and growing enterprise-level accounts at Slack and supporting SMB to mid-market clients at Calendly. Skilled in relationship management, client retention, and exceeding performance metrics. Adept at creating and implementing tailored success plans to ensure client satisfaction and product adoption, leading to long-term partnerships and growth.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Slack
04.2021 - Current
- Managed and nurtured relationships with enterprise-level clients, ensuring they achieved maximum value from Slack’s collaboration platform
- Developed and executed strategic success plans tailored to each client's business needs and objectives
- Consistently exceeded client retention goals, achieving a 95% renewal rate across a portfolio of high-value enterprise accounts
- Led quarterly business reviews (QBRs) with key stakeholders, presenting data-driven insights and recommendations
- Coordinated cross-functional teams, including product, sales, and support, to address and resolve client challenges
- Drove product adoption and usage, resulting in a 20% increase in active users within assigned accounts
- Identified upsell and cross-sell opportunities, contributing to a 30% increase in annual revenue from the managed portfolio
- Facilitated client training and workshops to enhance user engagement and adoption of Slack’s advanced features
- Utilized customer feedback to collaborate with product teams on feature enhancements, directly influencing the product roadmap
- Maintained comprehensive documentation of client interactions and success plans in Salesforce, ensuring transparency and accountability
Customer Success Manager
Calendly
03.2019 - 02.2021
- Managed a diverse portfolio of SMB and mid-market clients, ensuring their success with Calendly’s scheduling software
- Achieved a 90% customer satisfaction rate, as measured by post-interaction surveys and Net Promoter Scores (NPS)
- Onboarded new clients, providing in-depth product training and best practices to accelerate adoption and time-to-value
- Developed tailored success plans to address specific client needs, resulting in a 25% increase in product usage across the portfolio
- Identified and mitigated churn risks by proactively addressing client concerns and implementing retention strategies
- Collaborated with the sales team to identify expansion opportunities, leading to a 15% increase in account growth
- Conducted regular check-ins and QBRs to review performance, gather feedback, and align on future goals
- Led client workshops and webinars to demonstrate product features and use cases, driving higher engagement and satisfaction
- Created and maintained detailed client records in HubSpot, ensuring all interactions and action items were tracked
- Supported the product team with user feedback to inform feature development and improve the overall customer experience
Education
Bachelor of Arts - Business Adminstration
New York University(NYU)
New York City, New York01.2019
Skills
- Client Relationship Management
- Strategic Planning and Execution
- Product Adoption and User Engagement
- Cross-functional Team Collaboration
- Data Analysis and Reporting
- Customer Retention Strategies
- Account Growth and Expansion
- Client Training and Onboarding
- SaaS Product Expertise
- CRM Proficiency (Salesforce, HubSpot)
Timeline
Customer Success Manager
Slack
04.2021 - Current
Customer Success Manager
Calendly
03.2019 - 02.2021
Bachelor of Arts - Business Adminstration
New York University(NYU)
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